“It’s not what you say; it’s how you say it—because personality always wins the day.”
—Arthur Miller
Devox (India) Limited: The Case of a Less Expensive Customer
[Sunday, 11:40 a.m. The showroom of Devox Sports Shoes & Sportswear in a posh market of a metro. Mr and Mrs Oberoi walk towards the showroom from the parking lot holding a box of Devox shoes. Mr Oberoi is an HR executive with a multinational company. He is dressed in a red t-shirt, a pair of long khaki shorts, and sandals. Mrs Oberoi is wearing a plain, light blue salwar kameez. She is holding a shopping bag and a small purse. Mr Oberoi enters the shop first as Mrs Oberoi decides to linger outside to look at the display windows. On entering ...